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Consumer vs Traditional Ratings of Hospital Performance

Crowd-sourced consumer ratings of businesses have grown in popularity on the web, and the number of hospital ratings on these sites has been growing as well. How do sites such as Yelp compare to the more traditional hospital rating sources like HCAHPS? To answer that question, researchers at the University of California, San Francisco, compared Yelp ratings of hospitals to the HCAHPS patient experience scores available on the Hospital Compare web site.

Surprisingly, the Yelp and HCAHPS overall scores had a high correlation. It’s recommended that hospital leaders check Yelp and similar sources to learn more about how raters view hospital performance and to consider their scores as another useful input for quality improvement planning.

Source: Bardach NS and others. The relationship between commercial website ratings and traditional hospital performance. Quality and Safety in Health Care, 22:194-202, Mar. 2013. http://qualitysafety.bmj.com/content/22/3/194.full.pdf+html

Update – Related resource: Aiello M. Stop ignoring online review and rating sites. HealthLeaders Media, Mar. 20, 2013.  http://www.healthleadersmedia.com/page-1/MAR-290324/Stop-Ignoring-Online-Review-and-Rating-Sites

Posted by AHA Resource Center, (312) 422-2050, rc@aha.org

One Response

  1. […] An earlier post recently reported on another study correlating crowd-sourcing ratings sites such as Yelp with Hospital Compare data. […]

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